Are You Offering "Blended Services?"

By: Ed Hubbard
Date: 11/1/2005

If you are not offering "blended services," you should, because most of your competition does! Offering a selection of staffing services has become the norm in the industry as the day of the specialist or niche recruiter has been replaced by the "one-stop shop" offering temp, temp-to-perm, and permanent placement options. Many staffing companies also offer retained search, outplacement and sometimes even PEO alternatives for their client companies. Being in a position to offer a "blend" of services makes a staffing firm a valuable partner in the hiring process. Not having this ability limits a staffing company's potential value to the customer thereby limiting income possibilities as well.

Staffing companies can accomplish blending in several ways. Some firms train each recruiter to service whatever needs a client company may have. The same recruiter may accommodate both temporary and permanent placement job orders. Other staffing firms feel like client companies are best served by separating temporary business from permanent placement. Often the size of the staffing company will dictate how this will work best; certainly the smaller the staffing firm, the more responsibilities each recruiter may have.

However the service is provided, there is no question that client companies prefer the option of depending on one source to satisfy their staffing needs. Having one point of contact simplifies the hiring process. Particularly if there are multiple positions to be filled, one point of contact is a tremendous time saver. As the line between temporary, temp-to-perm, and permanent positions continues to become less clear, it only makes sense that one point of contact simplifies the hiring process.

Candidates also prefer a single point of contact. Often the same candidate who is searching for a permanent position is an ideal candidate for a temporary job until a permanent job is secured. And in many instances, temporary jobs evolve into permanent positions.

From the staffing company's perspective, there is a synergistic effect in that the temporary business results in more permanent placements, and the permanent business helps create temporary job orders. For the sales team, there is an enhanced ability to cross-sell services.

Although being able to offer blended services is critical in today's market, there are certainly challenges that have to be overcome. Unquestionably, there are different skills involved in placing people on a temporary basis compared to filling permanent positions. Some compare it to arranging a date compared to the longer courtship associated with marriage. Typically the amount of time and effort required to fill a temporary position is somewhat less than the time and effort required to make a permanent placement.

If the temp and perm are handled by different staff, then promoting communication and cooperation can be a challenge. It is generally best that all personnel share in company success through some type of bonus system. A compensation structure should be put in place that promotes cooperation and communication between departments. Otherwise, a sense of possessiveness and competition over quality candidates can result in a lack of cooperation and a reduction in the level of service provided to the client company.

It is also very important for any staffing company offering blended services to have a shared database providing complete information for all recruiters. For example, timely notification of a temporary completing a temp assignment and having an interest in a permanent position can make the difference in making or losing a placement. Shared information results in greater cooperation, greater efficiencies, and greater profits.

So, when considering offering blended services, keep in mind that today's companies are becoming a core of regular staff surrounded by growing numbers of contingent workers. Being able to respond to needs in either area is critical for today's staffing companies.

This means that when a customer calls, you have a choice to make. Either find a way to accommodate, or risk losing your customer to a competitor. Good customers have always been hard to find and doubly difficult to replace. So, why risk it? Why not put yourself in a position to give your customers what they want and both of you will benefit from it. With the multitude of service companies that are available to today's recruiters, practically all staffing firms should offer a full range of staffing services. From the independent recruiter to the large, multi-office staffing agency, every provider of personnel services should be in a position to accommodate the needs and requests of their client companies.

There is no doubt that blending is here to stay. The good news is that it represents an income opportunity and a service opportunity for all in the staffing industry to acknowledge, accept and embrace.

Ed Hubbard is the President of TFI Resources. He can be contacted at 800.701.4014, or visit www.tfiresources.com.